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									                                                                                                      W H I T E
                                                                                                      P A P E R
Pivotal CRM’s 3-Tier Architecture
The Key to Low Total Cost of Ownership

      Executive Summary
      A CRM application’s total cost of ownership (TCO) extends well beyond just the initial
      licensing and implementation fees to include the cost of customizing, integrating,
      deploying, and administering CRM on an ongoing basis. As a result, today’s CRM
      buyers have expanded their evaluation focus to encompass platform and architecture
      criteria that have the greatest impact on total cost of ownership, namely flexibility, scal-
      ability, and deployability.

      Flexibility, as a function of ease of customization and integration, is the strength of
      Pivotal CRM’s metadata-driven architecture, which separates customer data from
      business rules (metadata), facilitating the ability to quickly customize a solution to
      match business processes. Pivotal CRM’s integration framework leverages middleware
      components, third-party adapters, and Web services to provide a standards-based
      approach that can significantly decrease the time and effort needed to integrate CRM
      with enterprise applications, and data both within and across business boundaries.

      Pivotal CRM’s 3-tier architecture is based on the enterprise-strength Intel® and
      Microsoft® platforms; offers three types of clients, including a zero-footprint, zero-install
      client to facilitate deployment; and can seamlessly distribute customizations to all LAN
      and WAN-based satellite systems, mobiles, Web, Lotus Notes, and MS Outlook users
      via the Pivotal CRM synchronization solutions.

      As a result, Pivotal CRM provides exceptionally low total cost of ownership across
      the complete CRM lifecycle, delivering a sensible set of commonly needed features
      out-of-the-box, while ensuring businesses can quickly customize, integrate, and deploy
      a solution to match their current and evolving business needs.
       Architecture—                                                   and business processes, and transactions generally
                                                                       associated with marketing, selling, and servicing
       The Foundation of Low TCO                                       customers. This tight coupling provides a head-start in
                                                                       automating business processes, but ultimately inflates the
       The purchasing landscape for CRM has changed                    total cost of ownership by creating a system that is rigid to
       radically in the past 12 months. Today’s CRM buyer is           change, causing significant disruption to end users during
       looking for a product that is easy to buy; easy to deploy       updates and upgrades.
       in a predictable timeframe, and will fit with the current and
       future business IT strategies. And because the majority of
       an organizations’ investment in license fees, configuration,    Low TCO CRM Architecture
       customization, and training occur well before the software      The informed CRM evaluator must take a balanced
       shows evidence of results, the price tag attached to a          approach to evaluating both the application and the
       CRM implementation can seem very high. As a result,             architecture when considering TCO. Ultimately, however,
       Total Cost of Ownership (TCO) analyses and proof of             it is the CRM application’s flexibility, scalability and
       results are critical vendor evaluation criteria that are        deployability that will determine total cost of ownership as
       coming to light much earlier                                    an organization adapts to its changing marketplace.
       in the buying process.
                                                                       Pivotal CRM stands apart from other CRM software
                                           Given the complex           solutions in delivering a complete suite of CRM products
                                           inter-dependence            built on a sensible technology foundation that drives low
90% of CRM lifecycle costs
                                           of typical enterprise       total ownership costs across the entire CRM lifecycle.
occur in the customization,                technology                  Based on a Microsoft® .NET foundation and embracing
integration, deployment,                   environments, TCO           industry standards, the Pivotal CRM architecture ensures
and ongoing administration                 can be a difficult metric   enterprises gain a flexible, scalable, and deployable
of CRM.                                    to obtain for a single      solution for the richest levels of collaboration and
                                           system. However, there      interactivity to increase revenues, margins, and customer
                                           are a few key abilities     loyalty.
     that are crucial in order to mitigate the risk of deploying
     CRM software, and a number of areas to focus on to                The Internet has set high expectations for accessibility to
     reduce costs. These include customization, integration,           information and system interoperability, despite the fact
     deployment, usability, and upgrades. In fact, leading             that many enterprises have substantial investments in
     industry analysts point to 90% of CRM lifecycle costs             pre-Internet systems and applications that can’t interact
     occurring in the customization, integration, deployment,          without a huge investment in costly integration solutions.
     and ongoing administration of CRM.
                                                                       Microsoft and other forward-thinking software vendors
       Clearly, by adopting a forward-thinking strategy to             such as the Pivotal CRM team have taken huge strides
       account for costs in the areas of flexibility (which is         towards making the Internet vision a reality. Pivotal CRM
       a function of ease of customization and integration),           is founded on Microsoft .NET, which is the platform of
       scalability and deployability, enterprises can significantly    choice for building, deploying, operating and integrating
       reduce the TCO of their CRM system. And                         applications for enterprises. It is also the leading platform
       in all of these areas, the lowest total cost approach is        for Web services—allowing applications to work together
       a function of the application’s platform and architecture.      in a highly accessible, low cost manner over the Internet,
                                                                       regardless of operating system, device, or programming
                                          Enterprises are              language.
                                          beginning to realize
Pivotal CRM is founded                    that their ability to        Pivotal CRM leverages Microsoft servers to provide
on Microsoft .NET, which                  deliver on internal          the scalability, reliability, and ease of integration and
is the platform of choice                 business objectives          deployment required in a CRM solution aimed at
for building, deploying,                  while responding             enterprises. Some of the Microsoft servers at the core of
                                          opportunistically            the Pivotal CRM solution include:
operating and integrating
                                          and intelligently to
applications for enterprises.             customer and market          Microsoft SQL Server 2000 – Pivotal CRM is optimized
                                          opportunities is             to take advantage of the powerful scaling capabilities in
                                          dependent on their           SQL Server 2000.
                                          architecture. Today’s
                                                                       Microsoft Windows 2000/2003 Advanced Server –
      effective CRM architecture must cross multiple databases,
                                                                       Pivotal CRM takes advantage of Windows 2000/2003.
      applications, and business functions, and must support
                                                                       Advanced Server Network Load Balancing services to
      evolution at each of those layers. However, many of
                                                                       distribute IP traffic across a Pivotal CRM-deployed
      today’s CRM systems tightly couple the customer data

                                                                                                              Pivotal CRM | White Paper   1
                                                    application cluster.                     Pivotal CRM provides access to information at any time
                                                    Pivotal CRM’s single OS                  and from anywhere through wireless communication,
        Pivotal’s CRM suite                         engineering optimization                 unified messaging, handheld devices, and teleconferencing.
        is built using industry                     eliminates the performance
        standards and a 3-tier                      degradation that                         Through Microsoft .NET, the Pivotal CRM solution ensures
                                                    multi-platform-designed                  our customers have the pathways they need to leverage
        framework, resulting                                                                 and extend existing investments in technology to take
                                                    ISVs suffer.
        in an architecture that                                                              advantage of the increased productivity, efficiency, and
        has the flexibility to                      Microsoft Internet                       lower TCO that the Internet offers.
        meet the changing                           Information Server (IIS) –
                                                    Microsoft Internet
        business needs of
                                                    Information Services (IIS)
                                                                                             3-Tier Internet Architecture
        enterprises.                                is the foundation of Pivotal             When the Pivotal CRM team set out to architect a CRM
                                                    CRM’s high performance,                  solution for enterprises that delivers exceptionally low
                Web-based applications.                                                      TCO, we created a 3-tier Internet application architecture
                                                                                             with clear separation of the presentation services tier (user
                Microsoft BizTalk Server 2002 – The Pivotal CRM                              interface), business services tier
                solution employs BizTalk Server 2002 for business                            (where business logic resides), and the data services tier
                process integration within and between organizations.                        (where customer data is kept separate from metadata).
                The Pivotal Integration Connector™ facilitates developing,
                executing, and managing distributed                                          This architecture enables organizations to save
                business processes.                                                          substantial time and resources by centralizing application
                                                                                             customization, development, and maintenance at the
                Microsoft Exchange Server 2000 – Optimized for the
                Exchange Server 2000 communications infrastructure,
Services Tier                                                                          Applications
(Client Tier)
                                                      Rich Client       Thin Client   Wireless Client   Windows Client   Mobile Client

                                                                    Browser-based Clients
                             Server                             Pivotal MarketFirst
                                                                      Server                                      Intellisync for Pivotal Connectors

                                                                                                                  Pivotal Interaction Connectors
                                                                 Assisted Selling                                 Pivotal Integration Connectors
                                   Pivotal                           Server
                                                                    Pivotal                   Pivotal
                                 Pivotal Tools                     Extended                  Business                    Pivotal Connectors
                                                                    Servers                   Server
Data Services

                                                                                                                  Enterprise Data

                Figure 1-1: Pivotal CRM's 3-Tier Architecture

                                                                                                                                     Pivotal CRM | White Paper   2
                middle tier. With graphical tools for customizing the                                                                                                 Because the presentation tier is clearly separated from the
                look, feel, and functionality delivered at the presentation                                                                                           rest of the application, users can easily obtain access to
                services tier, the business services tier, and the database                                                                                           the system via different channels, such as Web, Windows,
                services tier, changes to business logic can be made                                                                                                  and Wireless, in both synchronous and asynchronous
                quickly and efficiently with relatively little impact on                                                                                              modes. Internet-based presentation tools such as browsers
                existing applications. And because there is no client                                                                                                 provide familiar navigation schema—including graphically
                software to install, the distribution of both application                                                                                             rich icons with descriptive text and guided navigation
                and data modifications to users, regardless of their                                                                                                  cues—to drive rapid and comfortable end-user adoption.
                location or access method, is streamlined.
                                                                                                                                                                      Business Services Tier
                The Pivotal CRM architecture also drives improved
                interoperability between other customer-relevant                                                                                                      The business services tier contains the application logic.
                applications, such as ERP systems. This is a result                                                                                                   This tier receives input from the presentation services tier,
                of the ability to integrate applications at the business                                                                                              interacts with the data services tier to perform data-level
                services tier by reusing business logic that resides here.                                                                                            transactions, and sends results back to the presentation
                Interoperability is fundamental to extending access to                                                                                                tier. The Pivotal Business Server™ supplies the underlying
                customers and partners beyond the enterprise, as it                                                                                                   structure that maintains system integrity, providing
                relies on common standards for Internet communication                                                                                                 business logic and data retrieval services for the entire
                and collaboration.                                                                                                                                    Pivotal CRM suite of applications. The Pivotal Extended
                                                                                                                                                                      Servers work in conjunction with the Pivotal Business
                Presentation Services Tier                                                                                                                            Server to deliver the application-specific functionality
                                                                                                                                                                      required by CDC MarketFirst and Pivotal Assisted Selling.
                Pivotal Rich Client™ is a highly interactive
                browser-based client, providing presentation tier services                                                                                            The Pivotal Business Server is an XML-based, 3-tier,
                on laptops and desktops. The presentation services tier                                                                                               transaction-processing platform powered by the mature
                defines the interface through which a user interacts                                                                                                  and robust Microsoft COM+ environment. The Business
                with the application, passing validated information                                                                                                   Server logs and tracks all transactions, and manages the
                from the user to the business services tier, and                                                                                                      workflow of a customer throughout the entire customer
                receiving results. Alternatively, Pivotal Wireless™                                                                                                   lifecycle—from customer engagement (typically through
                is a portal-based solution for wireless devices, delivering                                                                                           a marketing initiative) through the sales process,
                CRM functionality to mobile employees using wireless                                                                                                  transaction and request fulfillment, and support phases.
                handheld devices such as web-enabled cell phones,
                PDAs, two-way pagers, etc.                                                                                                                            The Pivotal Business Server enforces business
                                                                                                                                                                      logic and rules through Pivotal AppServer Services and
                                                                                                                                                                      AppServer Rules. The AppServer Services are
                                                                                                                                                                      a set of COM+ objects responsible for the Pivotal CRM

Presentation                                                                                                                                                                1   User logs onto Pivotal CRM using Pivotal Rich Client.
Services Tier                                                          EST
                                                                 RE                                                                                                         2   User sends a request for data (via HTTP), which is
(Client Tier)                                       S
                                                U                     1         User logs onto Pivotal Rich                                                                     captured by the AppServer Services running on the
                                         2                                      Client through browser (IE)*                                                                    Business Services Tier.
                                                                                                                                                                            3   The AppServer Services checks the AppServer Rules
                                                                                                                                                                                to ensure the request complies with current business
Business                                                                                                                                                                        rules.
Services                                T                                                                                                                                   4   The AppServer Services passes the verified request to

Tier                                        T
                                                P                               COM+                            3
                                                    &                                                                                                                           the Enterprise Customer Data and Business Module
                                                                                                                       AppServer Rules                                          (if needed).
                                                                                    AppServer Services
                                                                                                                                                                            5   The requested data and any accompanying metadata
                                                                                                                                                                                are sent back to the AppServer Services.
                                                                                                                                                                            6   The AppServer Services passes the requested data to
                                                                                                       OLE DB

                                                                                                                                                                                the user (via HTTP).
Data                                                         5                                    4                                   5

                                                                                 BM                             ED

                *ActiveX controls, business logic and formatting information are downloaded and cached as temporary Internet files on the client machine as needed.

                Figure 1-2: Query Flow through the Pivotal CRM Business Services Tier

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                database transactions. These objects handle all the direct              •	 User Interface definitions, such as form layouts,
                actions required to read from and write to the Pivotal                     lists, report layout and contents, templates, etc.
                CRM database. They deliver, format, and send/receive                    •	 Business rules and workflow definitions (COM+
                information and data to and from the browser, execute                      objects or Pivotal Agents™), queries, reports, etc.
                queries, and pass data to Pivotal AppServer Rules. The
                AppServer Rules are COM objects or .NET assemblies                      •	 Security definitions that define security requirements
                that implement the application business                                    to protect data at run time
                rules, and can be written in any COM, COM+ or .NET                      The Pivotal CRM metadata-driven architecture lowers the
                compliant language.                                                     total cost of deployment because it’s only the metadata
                                                                                        stored in the BM that’s modified when changes are made
                Data Services Tier                                                      to the presentation services tier or the data services
                The data services tier stores and retrieves data. All CRM               tier. Ongoing changes are managed centrally, and are
                system data is collected in two separate databases: the                 automatically deployed to the various satellite systems
                Business Module (BM) metadata database and Enterprise                   (if applicable) and users from a central location. And
                Customer Data (ED) database. By separating the data                     because the execution and development environments
                from the metadata, the Pivotal CRM application is easily                are kept separate, the application can tolerate a high
                customized to meet changing organizational needs with                   level of customization without a significant impact on
                no disruption to the rest of the system or end users.                   existing applications.

                The ED contains corporate or enterprise data such as
                company profile data, contact information, order history,               Flexibility Drives Low TCO
                etc. that end users need to access and update. The BM                   A flexible CRM application is one that is both easy to
                contains metadata, which is data about the way in which                 customize and easy to integrate with intra- and extra-
                the ED is organized, and how the Pivotal CRM application                enterprise applications and data sources. Architectural
                will behave.                                                            flexibility is about making the CRM software, and thus
                                                                                        CRM processes, work in the way the organization sees
                The BM stores the following types of data:
                                                                                        fit—not how the CRM vendor thinks it should work. Many
                •	 Database definitions, including table and                            vendors’ architectures are inherently rigid, making their
                   record structures                                                    CRM application very difficult to customize. This raises
                                                                                        TCO by forcing customers to abandon proven business
                                                                                        processes and start anew, either because customization
                                                                                        cannot be done, or because it is simply too expensive.

                                                                                                          A customizable CRM application
Business                                                                                                  supports changes in both underlying
Services                                            COM+                                                  data definitions and business process
Tier                                           Business Server                                            rules without requiring alteration of
                                     AppServer Rules | AppServer Services
                                                                                                          source code, binaries, or runtime
                                                                                                          environments. How a company
                                                                                                          handles its business rules can provide
                                                                                                          significant competitive advantage,
                                                                                                          because adapting business rules f
                                                                                                          aster than competitors in response
                                                                                                          to market pressures or customer
                                                                                                          demand allows companies to sell to
                                                                                                          or service customers faster and better
Data Services                                                                                             than their competitors.
Tier                     Form definitions,
                                                                    Queries & Query
                          business rules,                                                                 A CRM application that features ease
                                                                   Results via OLE DB
                        workflow from BM                                                                  of integration is not only compatible
                                                                                                          with pre-existing systems, but creates
                                                                                                          synergy between them to enhance and
                                                                                                          extend functionality. To be effective, the
                 Business Module (BM)                                 Enterprise Customer Data (ED)       CRM vendor must supply an integration
                 Contains metadata                                     • Companies                        framework that spans multiple data
                  • Forms                                              • Contracts                        stores, applications, and business
                  • Business Rules                                     • Orders, etc.                     processes across departmental and
                  • Workflow
                                                                                                          even enterprise boundaries.
                Figure 1-3: Data Services Tier

                                                                                                                               Pivotal CRM | White Paper   4
                                                                                           •	 Pivotal CRM’s open and flexible data model is a result
    A successful CRM implementation is directly                                               of the fact that all forms, fields, etc. are saved as
    linked to the usability of the application,                                               metadata, so changes to business rules, workflows,
                                                                                              and processes can be made simply and quickly.
    making fit more important than an application’s                                        •	 While the Pivotal CRM team supplies a rich set of
    overall depth and breadth... It is critical to                                            tables out-of-the-box, it’s easy to add new tables
                                                                                              using the graphical customization tools provided
    first determine user needs and then evaluate                                              in the Pivotal CRM Toolkit.
    vendors based on need-to-have versus
                                                                                           Open Data Model
    nice-to-have functionality.
                                                          AMR Research                     Excessive functionality increases an application’s
        “Picking the Right CRM Vendor: It’s More Than a One Horse Race”                    complexity and reduces the usability of the application
                                                         September 2001                    for the end-user, resulting in increased end-user training
                                                                                           costs and risk of end-user rejection. The only remedy for
                                                                                           an application that is too functionality-rich is to remove
               The true measure of an application’s flexibility is based
                                                                                           the excessive functionality during the implementation
               on the cost to perform customization and integration
                                                                                           phase. But this approach to customization can be very
               enhancements. These costs can include increases in
                                                                                           risky. Many CRM applications are built upon a much
               deployment time, decreases in application performance,
                                                                                           more complex web of intra-dependencies than their
               the cost of acquiring the skills to perform the
                                                                                           leaner counterparts.
               enhancement, and future costs associated with whether
               the enhancement can be used (or must be discarded)                          In order not to introduce aberrant behavior into the
               during application upgrades. Clearly, customization and                     application, customizers must pay extra attention when
               integration enhancements are not limited to just the initial                excising excessive functionality from their implementation.
               implementation, but rather require ongoing adjustment.                      This added attention, whether in the form of extra
                                                                                           implementation time to comprehensively study all the
               The Pivotal CRM Approach                                                    application functionality before making any changes,
                                                                                           or simply hiring more knowledgeable specialists, can
               to Customization                                                            significantly raise the TCO of a CRM application.

               The Pivotal CRM solution maintains the highest level                        The Pivotal CRM solution offers a viable alternative—a
               of customizability through our meta-data driven                             leaner application and a comprehensive set of graphical
               approach, and our open and flexible data model. These                       customization tools to ensure that customization is rapid,
               two characteristics of Pivotal CRM distinctly—and                           reliable, and cost-effective.
               uniquely—address the business need of enterprises for
               ease of customization because:                                              Database complexity is a good indicator of the overall
                                                                                           complexity of the CRM product. The underlying data
               •	 Customizations are saved as metadata in the Business                     structure of Pivotal CRM is open, flexible, and easy to
                  Module, not as code or rigid table extensions, and sent                  understand. With less than 200 tables, Pivotal CRM
                  to users via the same technology used to synchronize                     supplies a majority of the functionality required by most
                  Enterprise Data. As a result, all users are seamlessly
                  updated regardless of their access method.
                                                                                              Mobile Client    Browser Client Windows Client

                                                                                                        Presentation Tier (UI)

                                   User Interface

                                   Business Rules

                                    Data Model
                                                                                                               Business Tier
               Business Module                           Pivotal Toolkit                                      (Business Rules)

                                                                                                                 Data Tier
                                                                                                               (Data Model)

               Figure 2-1: Pivotal CRM Toolkit allows customization of all 3 tiers from a single location

                                                                                                                                               Pivotal CRM | White Paper   5
              enterprises. By comparison, CRM applications with 10 to       tools to allow the customizer to quickly build new tables
              20 times as many tables provide excessive functionality,      into the system.
              resulting in a data model that is not only inflexible, but
              often simply too complex to understand. This necessitates     The Pivotal CRM system also provides a comprehensive
              a great deal of reliance on specialized, vendor-supplied      set of default interaction behaviors that saves the
              customizers, raising TCO.                                     customizer from having to implement functionality over
                                                                            and over again. This default behavior includes user
                                                                            navigation support for easy navigation to related records
              Intelligent Customization Framework                           of a given form, ways to aggregate data on a list, and
              The customization process for Pivotal CRM was designed        behavior for saving, updating and retrieving data from
              to be intuitive for customizers to use and learn. We          the database.

                                                                            Most customization is performed through our advanced,
    The number one reason for choosing                                      user-friendly graphical customization toolkit.

    Pivotal CRM over other CRM vendors is                                   The Pivotal CRM Toolkit™ is an easy-to-use visual tool
                                                                            that enables rapid customization to meet business needs.
    our strong support for customization and                                Customizers work with Active Forms, which are the visual

    overall solution flexibility.
              Based on internal competitive survey of deals over
           nine consecutive quarters. Total deals analyzed=154

              selected familiar metaphors such as forms, tables,
              lists, and queries to represent the key elements that
              customizers interact with, and organized them to make
              specifying the interaction between them easy and intuitive.

              Pivotal CRM provides an elegant, uncomplicated
              framework for how these metaphors interact with each
              other to create functionality. Where other CRM vendors
              may require tedious and unintuitive changes to 5 or 6
                                                                            Figure 2-3: Pivotal CRM Customization Environment

                                                                            representation of CRM data, business processes and
                                                                            workflow that the user sees on their client. Active Forms
                                                                            contain the database structure—every field on a form, is
                                                                            by default, linked to a table in the database. To modify
                                                                            Active Forms to meet the needs of users, customizers lay
                                                                            out the form directly using point-and-click buttons and
                                                                            other screen elements.

                                                                            The powerful WYSIWYG model for Active Forms
                                                                            customization makes the process easy, rapid, and
                                                                            intuitive. Pivotal CRM includes Active Form Templates
                                                                            out-of-the-box with logic and rules built-in, and additional
                                                                            logic and workflow can easily be attached. In this way,
                                                                            customization can be carried out by any business analyst,
                                                                            as no code level changes are required.
              Figure 2-2: Intuitive Metaphors for Ease of Customization
                                                                            For additional customization, the Pivotal CRM team makes
              different elements simply to add an additional field to a     available a comprehensive library of API’s (Application
              form, the Pivotal CRM framework requires only 2 changes.      Programming Interfaces) for Visual Basic and VBScript
                                                                            application developers to customize against, as well
              For example, creating a simple customer contact form
                                                                            as providing support for .NET scripting with the ability
              requires the customizer simply to declaratively link the
                                                                            to write new server scripts in C#, VB.Net and other
              new form to the corresponding database element, lay out
                                                                            .Net languages.
              the form using our graphical form designer, and register
              the new form with the navigation menu. All this is done
              without needing to write a single line of code. If a new
              table is required for this form, Pivotal CRM has graphical

                                                                                                                     Pivotal CRM | White Paper   6
       The Pivotal CRM Approach                                                                                                 •	 The Pivotal Interaction Connectors provide connectivity
                                                                                                                                   to telephony systems and third-party customer
       to Integration                                                                                                              interaction platforms to facilitate the creation of call and
                                                                                                                                   contact centers. Out-of-the-box support is provided for
       At the heart of any CRM system is a consolidated data                                                                       Interactive Intelligence’s Customer Interaction Center
       repository of critical customer, partner, and employee                                                                      (I3’s CIC), and Intel’s NetMerge CPS platform for
       information. The integration challenge for enterprises is                                                                   Computer Telephony Interaction (CTI).
       to share this CRM data with customer, employee, and
       partner data from other internal systems and departments;                                                                •	 The Pivotal Integration Connector provides a cost-
       integrate databases that use distinct schemas; create                                                                       effective integration framework that is extensible to
                                            composite applications                                                                 both Enterprise Application Integration (EAI) and
                                            that incorporate                                                                       Business-to-Business integration (B2Bi). At base, the
Integration Client Provides:                functionality from third                                                               Pivotal Integration Connector consists of a set of tools
                                            parties; and, make                                                                     including an XML adapter, an integration interface, and
•	 A GUI that implementers use
   to automate the implementation           data and business                                                                      a configuration client. The Pivotal Integration Connector
   process                                  processes available                                                                    supports open Internet standards, middleware, and
                                            and manageable                                                                         Web services, facilitating the seamless, bi-directional
•	 Management ofintegration
                                            across public networks.                                                                exchange of data and process integration between
   design andadministration
                                                                                                                                   Pivotal CRM and 3rd party applications using HTTP.
•	 Controls implementation                                               In the face of all these                                  It also supports XML and SOAP based Web services,
   and maintenance costs                                                                                                           providing a complete set of integration options.
                                                                         challenges, customer
•	 Uses existing business rules                                          integration goals
   for the data fields (objects)
   being integrated
                                                                         generally include one or                               The Middleware Advantage
                                                                         more of the following:
                                                                                                                                Pivotal CRM supports the following Web services pillars:
                                         •	 Making more
         sources of data available, despite                                                                                      The Internet                 The Internet is the de facto arena
         a myriad of data formats and database systems;                                                                                                       for enterprise and intra-enterprise
       •	 Driving higher levels of productivity and automation
          through business process integration;                                                                                  HTTP                         HyperText Transport Protocol is the
                                                                                                                                                              lowest-cost information transport
       •	 Offering users richer application functionality through                                                                                             mechanism, and has ubiquitous reach.
          application integration.                                                                                               XML (eXtensible              XML is the lingua franca for Internet
       The Pivotal CRM system provides a number of connectors                                                                    Markup Language)             computing.
       to facilitate the integration of its solutions with external,                                                             SOAP (Simple                 SOAP is a standard Web protocol to
       third-party applications, and data sources:                                                                               Object Access                expose useful functionality to Web
                                                                                                                                 Protocol)                    users, by allowing systems to talk to one
       •	 Intellisync for Pivotal Connectors facilitate                                                                                                       another and make requests.
          synchronization of PIM data with users of Lotus Notes
          and MS Outlook. For more information, refer to the
          section, “Pivotal Intellisync” on page 13.

                           Mobile Client                    Browser Client   Windows Client

                                                                                                                                 Web Service Applications

                                                               Clients                                                  Integration via Web Services
                                  Interaction Connectors

                                                                                           Interaction Connectors

                                                                               ( SOAP / XML)

                                                                                                                       Vitria         ERP
                                                                                                                       Tibco        Adapter
         IVR      PBX
                                                                                                                                                 ERP System
           Integration                                         Pivotal                                                Integration via Middleware
                                                           Business Server

       Figure 2-4: Pivotal Integration Overview

                                                                                                                                                                                 Pivotal CRM | White Paper   7
                                          In general, any data              Simple Web services typically are used to perform
Integration to                            source that can                   non-transactional “information supplementation” such
Middleware Enables:                       be connected to                   as delivering news feeds, updating static information
                                          middleware, can                   dashboards, providing additional company information,
•	 Mapping, orchestration and             connect to Pivotal                etc. More complex Web services have the ability to
   translation management
                                          CRM. The Pivotal                  provide support for transactions, such as customer
•	 Application of critical business       Integration Connector             initiation and order fulfillment.
   processes, workflow, and               sits between the
   communication (transport)                                                Some highlights of the Web services support in the Pivotal
                                          Pivotal Business Server
   protocols between systems.                                               CRM architecture include:
                                          and the middleware
•	 Definition of agreements among         solution, connecting
   internal applications and trading                                        •	 A history of supporting XML accessing critical
                                          to the Business Server               application elements.
   partner organizations to regulate
                                          via an XML interface.
   electronic data exchanges                                                •	 Ability to exchange data as a Web service, such as the
                                          To share information
                                          between Pivotal CRM                  ability to send/receive company, contact, and order
       and multiple front- and back-end office systems, the                    information between the Pivotal CRM system and
       Pivotal Integration Connector transforms the Pivotal XML                external systems.
       schema to and from the general XML schema supported                  •	 Able to integrate, consume, and present Web services
       by leading middleware vendors. Adaptors perform the                     within Pivotal CRM applications as a customization, and
       same function as the Pivotal Integration Connector for                  for the purpose of extending the product line.
       each back-office data source.
                                                                            The following diagram illustrates one example of how
      The Pivotal Integration Connector utilizes published                  Pivotal CRM might utilize Web services to perform simple
      conversion rules for standardizing XML schemas, thereby               order placement and fulfillment.
      enabling communication between systems that use
      different XML schemas. In this way, Pivotal CRM supports
      the routing of documents and information, provides                    Scalability for High Performance
      synchronization of data with ERP systems (including
      MS Great Plains, SAP, J.D. Edwards, PeopleSoft,
                                                                            and Lower TCO
      Oracle and others), and gives consistent, near-real time              The rallying cry for today’s enterprise IT group
      availability of data throughout the organization and across           implementing CRM is no longer simply “scalability” or
      business boundaries.                                                  CRM at any cost. With so many businesses experiencing
                                                                            intensified cost cutting, especially in their IT organizations,
      Security is of prime concern when business data crosses               it’s important that CRM application and platform vendors
      enterprise boundaries. The Pivotal Integration Connector              such as CDC Software and Intel® respond with sensible,
      provides secure XML over HTTP (SSL) for both EAI and                  results-focused
      B2Bi, communicating between the middleware product                    CRM. Stepping
      and the Pivotal Business Server using XML over HTTPs,                 up to the plate,         Because it’s based on
      and securing messages for integrity, privacy, and non-                Intel is advocating      the industry standards
      repudiation, using platform-neutral mechanisms.                       a new approach           of middleware and Web
                                                                            to scalability—          services, Pivotal CRM’s
                                                                            “Scale Right.”
      Application Integration via Web Services1                                                       integration process allows
                                                                            “Scale Right”             for rapid implementation
      The Pivotal CRM solution’s 3-tier architecture is designed
      on the Microsoft .NET framework, which facilitates the
                                                                            refers to                 and faster time to results.
                                                                            balancing an
      ability of Pivotal CRM to integrate with and consume Web
      services. Pivotal CRM applications are inherently modular
                                                                            of the business requirements of a CRM system with its
      and expose various application elements.
                                                                            impact to the current—and planned—IT infrastructure. By
      The Pivotal CRM architecture includes an XML-based                    choosing CDC Software's award-winning, scalable Pivotal
      CRM server that supports an array of applications,                    CRM on Intel architecture-based systems, enterprises
      clients, and users by providing security, transaction                 can realize business value through a flexible and agile
      capability, and authentication for Web services during                approach to server architecture based on modular
      consumption and presentation. Web client can present                  building blocks. The benefits also extend to encompass
      Web services by providing relevant data for the user, and             the cost savings associated with affordable, manageable,
      by providing remotely accessible application functionality            off-the-shelf hardware and software.
      as a customization.

    1 Web Services. “Vendors that need to improve their integration story should look at Web services as a means to improve their ability to connect
      to both the data and processes in legacy systems. While the Web services market is still in its infancy, AMR Research believes its initial use
      will revolve around application-to-application integration behind the firewall.” (Finding Success in the Mid-Market, AMR, Feb 1, 2001)

                                                                                                                      Pivotal CRM | White Paper   8
Services Tier                                                                                                      1   User submits an order form in Pivotal CRM
                      Mobile Client   Browser Client   Windows Client

                                                                                                                   2   A Web services query is sent to check the customer’s
                                                                                                                       credit via a credit bureau’s Web service
                                                                                                                   3   Credit bureau sends a Web services response to Pivotal
                                         1                                                                             CRM indicating that the customer’s credit is good
Business                                                                                   2    Verification       4   The shipping instructions are sent to a shipping service
Services Tier                                                                                                          exposed as a Web service

                                                                  Interaction Connectors
                                                                                               Web Services        5   Shipper confirms the instructions by sending a Web
                                                        (SOAP/ XML)                        4                           services response to Pivotal CRM

                                                                                               Applications        6   Order status is updated with information that product
                                          Pivotal                                          5      Service
                                      Business Server
                                                                                                                       has shipped.
Data Services

                                      FRONT OFFICE DATA
                                       • Companies
                                       • Contacts
                                       • Orders

                Figure 2-5: Pivotal CRM Web services Architecture

                Scalability rests largely on the Pivotal CRM platform                                          goals demand the highest possible levels of application
                strategy, and our strong relationships with enterprise                                         performance.
                platform partners Intel and Microsoft. Our robust, scalable,
                high-performance architecture scales to support access                                         Many IT decision makers now look at server consolidation
                for full-time users, and large populations of occasional                                       as a key to controlling IT costs. However, rather than just
                and external users as well.                                                                    consolidating on a mainframe, IT personnel should place
                                                                                                               the focus on optimizing IT assets. “Scale Right” is Intel’s
                With our commitment to Microsoft’s scalable enterprise                                         server deployment strategy that aims to maximize the
                computing platform on Intel Architecture, Pivotal CRM                                          use of all the enterprises server assets by optimizing a
                customers are able to scale up their applications to                                           company’s mix of scale-up and scale-out deployments.
                handle more users and more data by adding resources                                            This is a more efficient and more agile deployment
                to existing servers such as additional processors,                                             strategy that should pay off in superior business value to
                memory, or disks. For many of our customers, however,                                          the enterprise.
                the horizontal or “scale out” approach is most important,
                allowing them to increase performance in the face of                                           The first step in      The combination of
                additional users, workload, volume, and functionality,                                         any “Scale Right”      Intel’s highly scalable
                while simultaneously addressing reliability through the                                        strategy is to         server technologies and
                addition of application servers.                                                               assess business        Pivotal CRM’s 3-tier CRM
                                                                                                               For example,           application is raising the
                "Scale Right"                                                                                  uninterrupted          bar for high performance
                The combination of Intel’s highly scalable server                                              up-time might          computing architectures.
                technologies and our 3-tier CRM application is                                                 be critical to
                raising the bar for high performance computing                                                 maximizing
                architectures—architectures that can demonstrably                                              customer loyalty and partner and employee productivity,
                enhance the competitive performance of technology-                                             or the more pressing issue may be adding capacity to the
                enabled enterprises.                                                                           CRM database management system to handle a greater
                                                                                                               number of concurrent users or a greater number of ad
                Enterprises are moving away from isolated, vertical                                            hoc queries.
                islands of proprietary data toward a more open and
                broadly deployable computing model. Today’s enterprise                                         Whatever the business-level objectives are, Intel-based
                requires a high-performance server infrastructure that                                         small-, medium- and large-scale servers deliver superior
                scales and adapts to every area of the end-to-end                                              price/performance, across the board. What’s more,
                enterprise: front-office, back-office and wherever business                                    choosing the right deployment model (the right mix of

                                                                                                                                                        Pivotal CRM | White Paper   9
      scale-out and scale-up) allows businesses to dial-in          CRM application and the network-level infrastructure be
      exactly how much scalability, availability, and agility       “tunable” to perform within existing network infrastructure
      they need at the most affordable price. Pivotal CRM           and bandwidth constraints.
      on Intel-based servers deliver lower TCO in a “Scaled
      Right” environment.                                           Together with Microsoft and Intel, we deliver a CRM
                                                                    application that is tunable to meet the performance needs
                                                                    of different types of users in enterprises through the
      Microsoft Scalability                                         following mechanisms:
      The Microsoft platform delivers both scalability and value,
      enabling solution providers like the Pivotal CRM team to      Intelligent client-side processing – The application
      design applications that scale via two methods: scale-up      can be customized to offload some processing to the
      and scale-out. Pivotal CRM takes advantage of both            client system, thereby reducing server-side processing
      the scale-out features (like network load balancing) and      and network roundtrips. Some examples of client-side
                                          scale-up features (like   processing include data validation, formula calculation,
                                          multi-threaded, SMP       and workflow.
Pivotal takes advantage                   support) provided by
of both the scale-out                                               Data Compression – The Pivotal CRM server
                                          the Microsoft platform,
                                                                    compresses all data sent to the Pivotal Rich Client,
and scale-up features                     in order to address
                                                                    maximizing throughput and minimizing transmission time.
provided by the Microsoft                 the capacity needs
                                                                    The result is highly efficient bandwidth use and improved
platform in order to address              of enterprises when
                                                                    response times for users.
                                          it comes to Pivotal
the capacity needs of                     CRM, the underlying       Efficient server-side processing – Pivotal CRM caches
mid-size enterprises.                     database and web          workflow and UI rules on the Presentation Services Tier.
                                          infrastructure.           This results in a highly efficient server-side processing and
                                                                    reduces round trips to the Business Services Tier. Users
      The Microsoft platform has been designed to scale-up
                                                                    also benefit from a distinct improvement in performance
      and scale-out in response to the dynamic processing
                                                                    following caching.
      requirements demanded of today’s enterprise, regardless
      of where they happen in the architecture.                     Data Synchronization Manager – Pivotal CRM reduces
                                                                    network traffic by only sending metadata updates to the
      Whether it’s handling query processing, or large-scale
                                                                    Business Services Tier of satellite servers when it detects
      database applications, the Microsoft platform delivers
                                                                    a change in the metadata. Similarly, only the necessary
      levels of scaling flexibility for the most demanding IT
                                                                    updates are pushed out to clients for UI or business
      environments. As demonstrated by industry-standard
                                                                    process changes. The result is minimal network traffic and
      benchmarks, Microsoft Windows 2000/2003 and SQL
                                                                    increased user performance.
      Server 2000 offer on-demand scalability to meet the
      demanding requirements of business applications like          Network Performance Analysis Tools – Today’s
      Pivotal CRM. The Microsoft platform has achieved world-       corporate networks are filled to capacity. As Intel’s
      record performance in benchmark tests with the lowest         Thomas stated, “CIOs run their networks continually at
      total cost of ownership on the market. Without having         110%, because all available bandwidth is immediately
      to over-buy computing power up-front, customers can           consumed.” Applications, therefore, must be both a
      incrementally scale their IT infrastructure as needed.        “good network citizen” and allow for continual fine tuning
                                                                    as the corporate
      Pivotal CRM—a High                                            network evolves.
                                                                                          Pivotal caches workflow
      Performance Solution                                          The Pivotal CRM       and UI rules on the
                                                                    network analysis      Presentation Services Tier,
      For enterprises, scalability is above all about creating      tools help
      high performance CRM from the user perspective.               administrators
                                                                                          resulting in highly efficient
      Unfortunately, there is currently no hard data on user        identify network      server-side processing.
      expectations of enterprise applications such as CRM.          bottlenecks
      However, it’s clear that power users—users who                and improve
      are connected most of the time to the CRM system, such        performance by optimizing client-side processing,
      as contact center employees and support specialists—          identifying unnecessary network round-trips, improving
      have the greatest need for high-performance CRM, and          “wire-level” performance, optimizing application
      will tolerate less system latency than the occasional         server-side processing, streamlining security handling,
      or disconnected user. Ad hoc users will have different        and improving database structure and record-level
      performance requirements. It’s critical that both the         data access.

                                                                                                          Pivotal CRM | White Paper   10
       Load Balancing – Pivotal supports the deployment of
       master and satellite systems to distribute system load
                                                                           Pivotal Rich Clients
       more evenly, or divide administrative functions based on            The Pivotal CRM team provides a range of access
       the requirements of different geographical locations or             methods to support CRM application users according to
       departments. Entire master systems can be replicated                their needs:
       and synchronized, or just a subset (based on filters),
       ensuring data reliability in the case of a main system              Pivotal Mobile Client™ – allows disconnected use of the
       failure. Satellite systems can also host other satellites and       Pivotal CRM system, including read/write access to data,
       mobile systems, moving data closer to users and thereby             quote creation, offline product catalogs, and much more.
       delivering superior performance.                                    All synchronization with the master database is carried out
                                                                           via Pivotal SyncStream.
       Intel Solution Services – Pivotal leverages Intel
       Services, which support industry needs from application             Pivotal Windows Client™ – a feature- and function-rich
       optimization and porting through guidance on end-to-end             client for users working in client-server LAN environments.
       e-Business integration. Intel Services allow companies to
       test, tune, scale, and prove their solutions with minimal           Pivotal Thin Client™ – a zero-footprint client that provides
       impact to their day-to-day business by providing optimal            portal access to Pivotal CRM for partners and users that
       environments for safely designing and testing solutions.            require less interactivity and more structured database
                                                                           access, without the full transactional support that other
                                                                           users may require.
       Ease of Deployment
                                                                           Pivotal Rich Client™ – combines the feature-rich,
       Lowers TCO                                                          interactive transactional support of Pivotal Windows client,
                                                                           together with the low-maintenance, low TCO and
      A deployable CRM application should be cost-effective
                                                                           high accessibility that a browser-based application provides.
      to install, maintain and upgrade, no matter whether the
      organization is a multinational company with hundreds                Today we’re in the midst of a sea change regarding the
      of regional offices, or a single office with multiple                appropriate size of web-based client applications. Should
      departments. Deployability is a major factor in lowering             there be any code on the client? Or just the right code on
      the TCO of a system, as there are enormous costs                     the client?
                                            associated with
                                            deploying applications         While virtually all businesses understand the cost benefits
While virtually all                         to a large—and                 of zero client-side maintenance, they have historically paid
businesses understand                       distributed—end user           for their highly accessible zero maintenance thin client
the cost benefits of zero                   base, then supporting          with reduced features, functionality, and performance as
client-side maintenance,                    these users as the             a result of high network traffic and latency. A “zero client
they have historically                      application changes            footprint” is a marketing buzzword that obscures the need
                                            over time.                     for a self-installing, self-administering, self-maintaining
paid for it with reduced
                                                                           client that has the intelligence to perform appropriate
features, functionality                   The Pivotal CRM                  levels of client-side processing to increase performance
and performance.                          architecture has                 and allow for variation in user-level customization.
                                          been designed with
                                          deployability in mind.           As CRM application buyers appraise the “code on the
       Pivotal CRM employs a browser-based zero-client install             client” issue, the “intelligent client”—with the “right code
       that simplifies deployment and ongoing administration.              on the client”—is becoming an important option for
       And because all application customization, upgrades,                buyers that prefer high performance, feature-rich, Internet-
       and maintenance are carried out exclusively at the middle           based CRM applications.
       tier, client-side updates are seamlessly communicated to
       users around the world with no additional requirement for           Pivotal Rich Client provides a web browser-based user
       client-side maintenance.                                            interface to the Pivotal CRM application. But unlike pure
                                                                           HTML-based clients that suffered from performance
       Our modular deployment method allows each of the                    degradation and limitations,2 Pivotal Rich Client offers
       five, pre-integrated product suites in Pivotal CRM to be            a much higher degree of accessibility and interactivity.
       rolled out separately, reducing the cost-to-results ratio.          Designed for sales, marketing, and support specialists,
       This means that companies can deploy Pivotal Sales™                 Pivotal Rich Client takes a Document Object Model (DOM)
       and later seamlessly deploy Pivotal Service™, then CDC              approach, incorporating both Dynamic HTML and Visual
       MarketFirst™ as requirements and budgets allow. There               Basic scripts to allow for rendering of web pages on the
       are no additional infrastructure costs associated with              client—there’s no need to send data back and forth to
       integrating multiple modules.                                       the server until a logical transaction is to be completed.

       2 Studies have shown that simple HTML-based solutions generate between 5 and 15 times the network activity needed in order to
         produce the same level of user interactivity in the same amount of time as intelligent clients—and they do so with much reduced
         user application performance.

                                                                                                                    Pivotal CRM | White Paper   11
      As a result, Rich Client provides robust functionality and       including data, metadata, and application code.
      advanced features,                                               With support for both automated server-based push
      while delivering noticeable performance and user                 synchronization, and manually initiated client-based pull,
      satisfaction improvement.                                        Pivotal CRM provides companies with the right solutions
                                                                       that work in concert to support their entire mobile workforce.
      Pivotal Rich Client passes many business logic requests
                                         (such as opening a
Pivotal Rich Client                      form, running a search,       Pivotal SyncStream
delivers the functionality               or saving a form) to
                                                                       Pivotal SyncStream™ is a component of the Pivotal
                                         COM objects on the
and performance users                    middle tier, providing
                                                                       Business Server that drives lower TCO by enabling
require, while still providing                                         the distribution of Business Module (BM) updates and
                                         users with access to a
                                                                       Enterprise Customer Data (ED) changes throughout an
administrators with                      centrally administered
                                                                       organization, synchronizing master database changes
a low-maintenance client.                repository of business
                                                                       with satellite and mobile systems, and vice-versa.
                                         logic and data.
                                         Business logic can also       With Pivotal Syncstream, satellite systems scale as your
      be executed on the Rich Client in the form of client-side        organization grows, providing local load balancing while
      scripts.                                                         allowing access to BM and ED databases that are either
                                                                       subsets or replicas of the parent system. Mobile systems
      For example, customizers may attach logic to custom
                                                                       contain a local copy of the BM and a subset of the ED
      buttons, or they might create scripts that execute logic
                                                                       databases, so mobile users can work while disconnected
      on the client when a user saves a form or creates a new
                                                                       from the network. In this way, SyncStream guarantees
      contact (i.e., to perform extra validation). These scripts are
                                                                       real-time read- and write-access to enterprise data for
      small in size and downloaded to the client on demand,
                                                                       laptop and desktop users of Pivotal CRM applications,
      whenever the user performs actions that require client-
                                                                       and lowers TCO by centrally pushing customization
      side processing.
                                                                       changes out to all end users.
      In this way, Pivotal Rich Client delivers the functionality
                                                                       Pivotal SyncStream consists of a number of applications
      and performance users require, while still providing
                                                                       and services that work in concert to coordinate updates.
      administrators with a low-maintenance client solution that
                                                                       Changes to the BM or ED databases are tracked, and
      drives low TCO by simplifying deployment and ongoing
                                                                       when a record
                                                                       is added or
                                                                       modified, LAN-        Pivotal SyncStream
      Synchronization—the Key to                                       based clients         guarantees real-time
                                                                       are immediately       read and write access to
      Low TCO Clients                                                  notified. For         enterprise data for laptop
                                                                       mobile or
      In the highly distributed computing environment
                                                                                             and desktop users, and
      typical of today’s mobile workforces, synchronization                                  can centrally push
      is a fundamental requirement. The complexity and                                       customization changes
                                                                       changes are
      expense involved in keeping data and application code
      customizations/upgrades synchronized with database
                                                                       packaged into         out to all end users.
      replicas distributed across WANs, LANs, and mobile
      clients has become a key TCO issue.
                                                                       security is checked, and then the messages are
      The Pivotal CRM system lowers the TCO by ensuring the            addressed to the users’ systems that need to be updated.
      efficient distribution of changes to both Enterprise Data        The messages are passed via the SyncStream database
      and the business logic stored in the Business Module.            to the HTTP message server on IIS.
      Modifications to the Pivotal CRM system can be moved
                                                                       The Pivotal SyncStream database serves as a failsafe
      from an off-line development system into production with
                                                                       measure, retaining a local copy of both inbound and
      a single command from the administrator.
                                                                       outbound synchronization messages until they can be
      When changes to the metadata repository are made, a              confirmed as processed by the recipient system. The
      compressed version of the repository is distributed to all       next time a user connects, authentication takes place,
      LAN- and WAN-based satellite systems, mobiles, Web,              the messages are sent, and data synchronization occurs
      Lotus Notes, and MS Outlook users via the Pivotal CRM            seamlessly in the background. Because changes to
      synchronization solutions.                                       fields are made at different times, SyncStream compares
                                                                       changes and validates at the field level, and commits
      Synchronization is built into the core of Pivotal CRM,           them at the record level in order to maintain the integrity
      its Business Server, and provides distribution and               of the data.
      synchronization for all facets of the Pivotal CRM system,

                                                                                                             Pivotal CRM | White Paper   12
       Figure 4-1: Pivotal SyncStream Architecture

       Pivotal Intellisync                                                Intellisync coordinates the batched data transfer between
                                                                          Pivotal CRM data and the PIM application. Conflicts are
        Enterprises often grow quickly, expanding through                 resolved and errors tracked at the field level, engine level
       acquisitions that can result in a single organization trying       and within the Pivotal system, ensuring data integrity.
       to support many disparate systems and clients. Effective           Users can also elect to manually resolve any data conflict,
       use of any CRM solution requires seamless integration              ensuring only accurate data enters their client.
       and synchronization of customer data across the
       distributed enterprise, despite multiple systems, access
       methods and applications. Ensuring data consistency,               Pivotal Wireless
       accuracy and timeliness between calendars, task lists              Pivotal Wireless enables mobile employees real-time
       and contact information from both connected and                    read and write access to critical customer data. Pivotal
       disconnected users on multiple client systems can be a             Wireless offers both an out-of-the-box application for
       complex challenge. Pivotal Intellisync™ drives low TCO by          immediate deployment, and a highly flexible solution
       offering the ability to bi-directionally synchronize Pivotal       easily tailored for the unique needs of any organizations’
       data with multiple mail clients across an organization.            mobile employees using wireless, hand held devices such
                                                                          as web-enabled cell phones, personal digital assistants
      While Pivotal SyncStream supports synchronization                   (PDAs) and two-way pagers.
      within Pivotal CRM Suite, Intellisync provides a consistent
                                          view of information             Pivotal Wireless reads and writes data to and from the
                                          between Pivotal                 Pivotal Enterprise Customer Database.To take advantage
Pivotal Intellisync allows
                                          CRM and a user’s                of Pivotal Wireless, users only need an HTML- or a
organizations to support                  Personal Information            WML-compliant micro-browser loaded on their wireless
multiple clients—users can                Manager (PIM),                  device of choice. Pivotal Wireless is a server-side solution,
synchronize their Pivotal                 enabling individuals            requiring only that the wireless device’s browser be
Sales activity and contact                to synchronize their            pointed at the
                                          Pivotal Sales activity          correct URL.
information with either their
                                          and contact information         There is no client-      Pivotal Wireless is a server-
Lotus Notes or Microsoft                  with Lotus Notes and            side software            side solution that utilizes
Outlook client.                           Microsoft Outlook.              required on the          a true thin client, requiring
                                                                          wireless device,         only that the wireless
                                             Allowing users to            other than the
       filter items, and customize events and activities to be            micro-browser.
                                                                                                   device’s browser be pointed
       synchronized, Intellisync drives data synchronization from         Additionally, there      at the correct URL.
       the client side, providing for a highly scalable solution. A       is no data stored
       one-step synchronization process lets users launch the             on the device,
       client-side application and initiate the Intellisync Engine        meaning data is protected and unlikely to fall into the
       Run Time, which opens an HTTP connection to the                    wrong hands. For data passing over the wire, customers
       Intellisync engine running on Pivotal’s middle tier server.        have the option to implement a 128-bit SSL certificate.3

       3 The success of the SSL implementation depends largely on the local carrier that the customer chooses.

                                                                                                                 Pivotal CRM | White Paper   13
                                            Pivotal Wireless                     Pivotal Business Server

                    Wireless Data Service                 Wireless Web Server                  NT Domain
                       any Gateway                                 IIS
                                                                                    Wireless Data Request Server

                                                                                         IIS         Database

          WML Microbrowser
                        HTML Microbrowser                 HTTP         HTTP

                                                          Demilitarized Zone
      Web-enabled cell phone   Wireless PDA                     (DMZ)

      Figure 4-2: Pivotal Wireless Architecture

     When a user enters the Pivotal Wireless URL into their                     Pivotal CRM provides a sensible set of commonly needed
     device’s micro-browser, their wireless gateway service                     features out-of-the-box without the excessive depth that
     opens an HTTP connection to the Internet. The Pivotal                      makes many other CRM applications inflexible. Pivotal’s
     Wireless Web Server receives user requests and notifies                    metadata-driven architecture, in combination with powerful
                                         the Pivotal Business                   and intuitive customization tools, results in a CRM solution
                                         Server. Business                       that allows you to quickly customize a solution to match
Pivotal CRM provides                     Server generates an                    your current and evolving business processes. Pivotal
a sensible set of commonly               XML document (data)                    provides a cost-effective integration framework that is
needed features                          with content defined                   extensible to both EAI and B2Bi via industry-standard
out-of-the-box without                   by the security module                 middleware, third party adapters, and Web services,
                                         set by the customer in                 facilitating seamless, bi-directional exchange of data and
the excessive depth that
                                         the Business Module.                   integration of processes. And because it’s standards-
makes many other CRM                     Pivotal Wireless                       based, Pivotal’s integration solution ensures that you can
applications inflexible.                 then takes the XML                     quickly adapt and extend your CRM system dynamically
                                         document and renders                   as business systems and partners change.
                                         it with XSL into HTML
     or WML for display on the device. All forms, as well as                    Scalability—does the architecture let you scale and
     searches submitted by the user, are optimized for wireless                 improve application performance cost-effectively?
     devices, ensuring user performance levels are met.
                                                                                Pivotal’s architecture leverages a 100% Microsoft/Intel
                                                                                platform to drive low TCO by letting you “scale right”
      Conclusions                                                               to address business needs. Pivotal CRM allows you to
                                                                                scale up to handle more users and more data by adding
      Total cost of ownership assessments must take into                        resources to existing servers, or “scale out” to increase
      consideration costs throughout the life of a CRM                          performance in the face of additional users, workload,
      application. Some analysts point to 90% of CRM                            volume, and functionality, while simultaneously addressing
      lifecycle costs occurring in customizing, integrating,                    reliability through the addition of application servers.
      deploying, and administering CRM.As such, TCO for
      a CRM application can be determined by examining                          In addition, Pivotal’s architecture allows you to tune the
      its architecture (and the platform it’s built on) for the                 application and network-level infrastructure to perform
      following three fundamental criteria:                                     within existing infrastructure and bandwidth constraints,
                                                                                providing performance optimization for both typical users
      Flexibility—does the architecture facilitate the                          and power users.
      configuration, customization and integration of the CRM
      application, both at the outset and over time as your
      business needs evolve?

                                                                                                                     Pivotal CRM | White Paper   14
Deployability—does the architecture let you easily
deploy, upgrade and maintain the CRM application
over time?

Pivotal CRM’s presentation tier can employ a zero-install
Web browser interface, which means no deployment or
maintenance costs are incurred on the client machine. All
modifications to functionality, user interface, and data are
isolated at the middle tier and seamlessly communicated
to the client. This means zero client administration and no
user disruption.

With Pivotal CRM, only metadata is upgraded, with all
changes to the presentation services, business services,
or data services tiers being made in one centrally
managed location. Execution and development environ-
ments are kept separate and only synchronized when
appropriate. Therefore, the application can tolerate a high
level of customization without a significant impact on
existing applications.

Examined in this light, Pivotal CRM offers a low TCO
solution that is not only flexible, scalable and deployable,
but also easy to use, thereby lowering training and rollout
costs. And with a license to services ratio of 1:2 versus
1:5 (on average) for many other CRM vendors, Pivotal
CRM also costs less to implement.4

The result is clear: across the complete CRM lifecycle,
Pivotal CRM provides exceptionally low total cost of
ownership, while ensuring businesses can customize,
integrate, scale and deploy a sensible solution that meets
both current needs and evolving goals.

4 Based on current estimated licensing and man-hour costs

Learn More About Pivotal CRM
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